Privacy Policy
This policy describes the actual system. ReviewsAgent reads the reviews on a business's Google Business Profile, sends the review text to a third-party AI model to draft a reply, messages the business owner over chat when a reply needs approving, and publishes the reply back to Google. Everything below follows from that.
1. Who we are
ReviewsAgent is a service operated by Fine agency M IKE, Sifogianni 9, 11524 Athens, Greece, company number 186545703000, VAT 802974302 ("we", "us"). We are based in Athens, Greece and this policy is written to the EU General Data Protection Regulation (GDPR) and Greek data protection law.
For privacy questions and for exercising any of the rights in section 11, write to [email protected]. We have not appointed a Data Protection Officer; we are not required to.
2. The two roles we play
This matters, because it determines who you go to with a request.
We are the controller of the information about our client businesses and the people who run them — the contact details, the account settings, the billing and support correspondence. We decided to collect that and we decide what happens to it.
We are a processor for the review data. When a customer leaves a review on a business's Google Business Profile, the business is the controller of that review data. We handle it only on that business's instructions, under a written agreement, to draft and publish a reply. We do not use review data for our own purposes.
3. What we handle
| Category | What it actually is | Where it comes from |
|---|---|---|
| Client business record | Business name, business type, tone-of-voice tags, preferred reply language, account status | Our intake form, filled in at onboarding |
| Owner contact details | First name, last name, email address, phone number | The same intake form |
| Google connection | Google Business Profile account ID and location ID; an OAuth refresh token (stored encrypted), an access token, and its expiry time | Google, after the business grants consent |
| Chat channel | The owner's Telegram chat ID, and a reference to each approval message we send | Telegram, when the owner starts a chat with our bot |
| Review records | Google's review ID, star rating, the review text as written, the reviewer's display name as Google publishes it, and the date Google recorded it | The Google Business Profile API |
| Reply records | The AI draft, the final text (which may be the owner's own typed replacement), the detected language, approval state, and the time it was posted | Generated by us, or typed by the business owner |
| Operational records | Per-generation model name, token counts, and cost estimate; error messages and retry counts; server logs | Our own systems |
We do not collect a reviewer's email address, phone number, Google account identifier, photo, or location. Google does not give us those, and we do not want them. The only thing we hold about a reviewer is the public display name and the public text they chose to publish.
This is not a consumer website. There is no client dashboard, no sign-up, no user accounts, and no advertising or analytics tracking on the pages you are reading.
4. Google user data
ReviewsAgent requests one Google OAuth scope:
https://www.googleapis.com/auth/business.manage. Google classifies it as
sensitive. It is also the only scope Google offers for review management, so it grants
more than we use.
We use it for exactly two operations:
- Listing reviews for the single business location the client confirmed at setup.
- Publishing reply text to those reviews.
We do not read or modify business information, hours, photos, categories, attributes, posts, messages, or Q&A. We do not enumerate other locations on the account beyond what is needed to confirm the one location being managed. We do not use Google data to train any model, to build advertising profiles, or to enrich any other dataset.
Limited Use. ReviewsAgent's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
Revoking access. A client can disconnect us at any time at myaccount.google.com/permissions. Revocation stops our access to the profile immediately. Tell us as well and we will delete the stored tokens; we delete them in any case when the account is closed (section 9).
5. The AI model, and what we send to it
Reply drafts are written by a large language model that we do not host. We reach it through OpenRouter, which routes the request to the model provider we have selected.
What leaves our servers on each drafting request:
- the star rating,
- the review text, when the review has one,
- the reviewer's display name as published on Google,
- the business name, business type, tone tags, and preferred reply language.
Nothing else. Owner contact details, phone numbers, email addresses, OAuth tokens, Google IDs, and chat identifiers are never sent to the model.
Reviews that carry a star rating and no written text are answered from fixed templates held in our own code. No model is called at all in that case, and nothing about those reviews is sent to any AI provider.
We have configured our OpenRouter account so that requests are routed only to providers that do not retain prompt content for training. We do not train any model on client or reviewer data ourselves.
A human is in the loop where it counts. A reply to a review of three stars or fewer is never published automatically. It is sent to the business owner, who approves it or rewrites it. Where the owner types their own text, that text is published exactly as typed — no model rewrites it. There is no automated decision-making that produces legal or similarly significant effects on anyone.
6. The chat channel
Approval requests go to the business owner over Telegram (other channels may be added later; this policy will be updated before any is used). The message we send contains the star rating, the review text, the reviewer's display name, and the draft reply. That content passes through Telegram's infrastructure and remains in the owner's own Telegram chat history afterwards, where it is governed by Telegram's privacy policy and the owner's own settings rather than by us.
We store the owner's Telegram chat ID so we can route messages to the right business, and a reference to each message we sent so a button tap can be matched back to the right review. We do not read the owner's other conversations; a bot only receives messages addressed to it.
7. Why we use the information, and on what legal basis
| Purpose | Legal basis |
|---|---|
| Setting up and running the service for a client business | Performance of our contract with that business (Art. 6(1)(b)) |
| Reading reviews and publishing replies on a client's profile | Carried out on the client's documented instructions as their processor (Art. 28). The client's own basis is its legitimate interest in managing its public profile (Art. 6(1)(f)) |
| Sending approval requests to the business owner over chat | Performance of our contract with that business (Art. 6(1)(b)) |
| Keeping the service secure, debugging failures, preventing duplicate posts | Our legitimate interest in a service that works correctly (Art. 6(1)(f)) |
| Recording per-review model cost | Our legitimate interest in knowing our unit economics (Art. 6(1)(f)) |
| Accounting and tax records | Legal obligation (Art. 6(1)(c)) |
We do not sell personal data, we do not share it for advertising, and we do not profile reviewers.
8. Who else touches the data
We keep the list of providers short on purpose. These are the only third parties that handle data on our behalf:
| Provider | What it handles | Where |
|---|---|---|
| Google (Google Ireland Ltd / Google LLC) | The source of the reviews and the destination of the replies | EU / United States |
| OpenRouter, and the model provider it routes to | Star rating, review text, reviewer display name, business persona | United States and provider-dependent |
| Telegram | Approval messages containing review text and draft replies | Outside the EEA |
| Hostinger, European Union | Hosting for our application and its database | European Union |
We may also disclose information where the law requires it, or where it is necessary to establish or defend a legal claim.
9. Transfers outside the EEA
Some of the providers above process data outside the European Economic Area. Where that happens we rely on the transfer safeguards set out in each provider's data processing terms — for most of them, the European Commission's Standard Contractual Clauses. You can ask us at [email protected] which mechanism applies to a specific provider.
10. How long we keep things
| What | Kept for |
|---|---|
| Review records and reply records (review text, reviewer display name, drafts, final text) | 24 months from the date the reply was posted, or from the date the review was closed without one. Then deleted. |
| Client business record and owner contact details | For as long as the business is a client, and then deleted within 30 days of the account closing |
| OAuth tokens (refresh and access) | Deleted within 30 days of the account closing, or immediately on request. Revoking access at Google stops us using them straight away. |
| Cost records (model name, token counts, cost estimate) | Up to 7 years, for accounting. These rows hold no review text and no reviewer name, and survive the deletion of the review they came from. |
| Server and error logs | Up to 90 days |
| Approval messages sitting in the owner's own Telegram history | Controlled by the owner and by Telegram, not by us. The owner can delete them at any time. |
11. Security
- Google OAuth refresh tokens are encrypted at rest with an authenticated symmetric cipher. The key lives in the server environment, never in the database and never in our source code.
- Credentials and tokens are excluded from logs and from error reports.
- All traffic to Google, OpenRouter, and Telegram runs over TLS.
- Inbound chat webhooks carry a shared secret that we verify before we act on the message, so a forged callback cannot approve a reply.
- Access to the production database is limited to the people who operate the service.
No system is perfectly secure. If a breach affects your data and is likely to put your rights at risk, we will notify you and the supervisory authority as the GDPR requires.
12. Your rights
If you are in the EEA or the UK you can ask us to give you a copy of your data, correct it, delete it, restrict or object to how we use it, or hand it over in a portable form. Where we rely on consent you can withdraw it at any time, and withdrawing it does not affect what was lawful beforehand.
Write to [email protected]. We answer within one month. There is no charge unless a request is clearly excessive or repetitive.
If we handle your data as a processor for a client business — which is the case for review content — we will pass your request to that business and act on their instructions, and we will tell you we have done so.
You also have the right to complain to the Hellenic Data Protection Authority (www.dpa.gr), or to the supervisory authority where you live.
13. If you left a review
You have probably arrived here because a business replied to your Google review and you want to know who wrote it. The honest answer is that we drafted the reply on that business's behalf.
What we hold about you is narrow:
- the display name Google shows on your review,
- your star rating and the text of the review itself,
- Google's internal identifier for the review, and the reply that was published.
That is all. We have no email address, no phone number, no Google account identifier, no photo, and no location for you.
We cannot edit or remove your review from Google — only you or Google can do that. We can delete our own copy. Ask us at [email protected] and we will pass the request to the business and act on it.
14. Children
This service is sold to businesses and is not directed at children. We do not knowingly collect data about anyone under 16, other than the public content of a review that a person chose to publish on Google.
15. Changes to this policy
If we change how the service handles data — a new chat channel, a different AI provider, a change to what we send it — we update this page and change the date at the top before the change goes live. Material changes are emailed to active clients.
16. Contact
Fine agency M IKE
Sifogianni 9, 11524 Athens, Greece
[email protected]